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Helpdesk Support
$33,280 - $37,440/Yr
Akkodis - Glen Allen, VA
posted 2 months ago
Full-time - Entry Level
Onsite - Glen Allen, VA
Administrative and Support Services
About the position
Akkodis is seeking a Helpdesk Support contractor to provide application support and ensure swift resolution of user problems through remote access tools. The role involves monitoring service desk communications, interacting with end users, and utilizing Service Now for ticket management. This position is hybrid and requires effective communication and technical skills to assist users with software and hardware inquiries.
Responsibilities
- Provide application support through remote access tools to resolve internal end-user issues effectively.
- Monitor and respond promptly to calls or chats received at the Service Desk, ensuring a high level of customer service.
- Interact with end users via softphone or chat modules to address primarily software-related inquiries, while also assisting with hardware questions as needed.
- Remotely access and support end-user machines to achieve first-call resolution for reported issues.
- Utilize Service Now as the ticketing tool to track, document, and escalate tickets for end users, ensuring timely follow-ups.
- Assist with the onboarding of new agents by providing training and allowing them to shadow experienced staff.
- Perform other tasks as needed by the Service Desk Managers to support team objectives and enhance service quality.
- Maintain accurate records of support interactions and resolutions to build a knowledge base for future reference.
Requirements
- High School Diploma, GED, or equivalent certification; an associate's degree in computer science, Information Systems, or a related field is a plus.
- ITIL Certification for enhanced qualifications.
- At least 1 year of remote help desk support experience; 2+ years is preferred.
- Must have a Mac Integration Basics Certificate or 1+ years of equivalent Mac support experience.
- Must possess a Windows 10 Certificate or 1+ years of equivalent Windows OS support experience.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Short-term disability
- Additional voluntary benefits
- EAP program
- Commuter benefits
- 401K plan
- Paid Sick Leave
- Holiday pay
